Consistency is a huge word when operating your business. I believe it is one of the key ingredients to success. You should strive to keep things exactly the same on a daily basis. A quick example, something that upsets me, if I go to McDonald's at 10:30 P.M. a 1/2 hour before they close and ask for a cheeseburger and chocolate shake. What answer do I usually get "sorry the shake machine is closed for cleaning" This to me is not fair I believe the first customer coming through the door, should receive the same service and items as the last person coming through the door. NO EXCEPTIONS!
If you relate this to the janitorial service business which we have chosen, there are many variables, price, service,staff, quality of work. In many cases we perform repeat business such as daily, weekly and bi-weekly service. Remember when you cleaned a residential customers house for the first time? How much attention to detail, and thorough you were? Do you still perform the duties like its your first time cleaning for this customer? I hope so. This my friend is consistency. Customers will choose you for loyal, committed and dedicated service. Sure you will have some errors but if you are consistent your customers will keep you around longer.
I know of some cleaning services who are "on the rebound" continually defending themselves to the customer, "yes we performed that, or we do that ever other week, or we only clean that monthly" You will lose customers this way, unless the customer has a clear understanding of the duties performed in writing they will expect it every time. Keep your business consistent by performing your duties the same every time. If you continue to think to yourselves "this is my first time cleaning for the customer, hopefully it will not be your last time" Make out a list of instructions for yourself and staff. Make one for every service you perform. Title this list
"THINGS THAT ARE DONE DAILY ON ALL JOBS"
for example residential, other than your basic duties. If you always vacuum the furniture for crumbs,check the upholstery for stains or polish all the wood furniture top to bottom.... or if you always clean the soap residue out of the soap dish and wipe down the shampoo bottles in the shower. You would add this to your list to keep it consistent. Once you do have your list compiled of things that are done, separate the things that are special that are not required and advertise them. Using the two examples above you could state in your advertisements, flyer's etc.
"Our residential cleaning program pays strict detail to the extras, some things you can expect by choosing Joe's cleaning service"
1-Did you know? Mold and Mildew can accumulate on shower items, shampoo bottles, soap dishes, etc.. along with disinfecting your shower we pay close attention by fully sanitizing these items for your health and safety
1- We understand that your furniture is a large investment Joe`s cleaning service takes pride in maintaining your furniture on each visit by performing vacuuming of upholstery, minor upholstery stain removal and full cleaning of furniture woodwork with polish.
I think you have the idea separate your regular cleaning duties from your special duties, but stay consistent with all of them, your customers will appreciate it, and in turn will keep you around longer.
P.S. Using that top example how about this for cross promotion.
1- We understand that your furniture is a large investment Joe`s cleaning service takes pride in maintaining your furniture on each visit by performing vacuuming of upholstery, minor upholstery stain removal and full cleaning of furniture woodwork with polish. (If our cleaners cannot remove the stain from your upholstery on each cleaning visit, please accept $10.00 off a full upholstery furniture cleaning performed by our trained carpet cleaners)
Kevin Carnahan
Founder (IJCSA) International Janitorial Cleaning Services Association
http://www.IJCSA.com
Owner: http://www.puritycleaning.com